Troubleshoot synchronization

CareMap normally refreshes workspace changes automatically. If a recent edit, assignment, answer, report, or Library item does not appear on another screen or device, start by confirming where the change was saved and whether it is still waiting to sync.

Before refreshing a Guide editor, preserve unsaved work. Open Drafts and download needed versions; resolve failed or unconfirmed saves first. Device recovery drafts are separate from the saved Guide and do not automatically appear on another device. See Guide editing troubleshooting.

Check the basics

1. Confirm that you are signed in to the same CareMap account and workspace on both devices.
2. Refresh the page, reopen the guide, or return to the list and open the item again. This asks CareMap for the latest server copy.
3. Clear filters, search terms, folder views, or role-specific views that might hide the item.
4. Check whether the item was moved, deleted, shared into a different folder, or changed by someone with different access.
5. If the other device shows Read only, Failed, Expired, or another status, follow that status first. Some actions require Owner or Read-write access.

Do not create a duplicate guide, assignment, report, or upload until you know the original did not save. A duplicate can make later cleanup harder.

If the change was made during a Guide session

Use the same account and device that recorded the work. Keep CareMap signed in, online, and visible so eligible saved changes can retry. Open Settings > Mobile & Offline > Session Sync, then a row’s Details to inspect its recorded state, retry eligibility, and attempt information.

Refresh sync status only reads the saved device state. It does not retry, clear changes, or confirm server acceptance. A Blocked or Conflict entry can require review and will not automatically overwrite server changes.

Follow Recover offline Guide sessions for specific failure categories and local retention limits. Check Reports for an existing submission before trying to submit again. Guide download status is separate; use Offline details for missing media or outdated packages.

If someone else made the change

Ask the other person to confirm that the change saved in the same workspace, folder, guide, or person record. If your access changed, refresh the screen after preserving any unsaved work. Check pending local sessions before signing out as a recovery step. Folder invitations and role changes may need to be accepted before newly shared content appears.

If it still does not appear

Record the workspace name, item or guide name, device and platform, approximate time of the change, visible status text, and whether Session Sync showed pending, retry, blocked, or conflict counts. Share those details with your administrator or CareMap support. Do not send screenshots or notes containing private care details through an unapproved support channel.